USER SATISFACTION IN MAULANA AZAD LIBRARY, ALIGARH MUSLIM UNIVERSITY, ALIGARH

DISSERTATION SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS

FOR THE AWARD OF THE DEGREE OF

ittaiSter of Hibrarp anb

information Science

MOHD. SHIKOH Roll. No. 09 LSM - 05 En No. GB - 4785

UNDER THE SUPERVISION OF

DR. M. MASOOM RAZA Associate Professor

DEPARTMENT OF LIBRARY AND INFORMATION SCIENCE ALIGARH MUSLIM UNIVERSITY

ALIGARH (INDIA)

2009-2010

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ALIGARH MUSLIM UNIVERSITY, ALIGARH

DEPARTMENT OF LIBRARY AND

INFORMATION SCIENCE Phone [;

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0571-270f 1039 -

0571-2700039

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Dr. M.Masoom Razii (Associate Professor)

Daiec S.

Certificate

This is to certify that Mr. Mohd Shikoh has completed his disseriaiioii

entitled * I str Satisfaction in Maulana Azad Librar\. Aligitrl! Xnivif »

I niversitv. Aligarh" in partial fulfillment of the requirements for the degree (>i

Master of Library and iBformation Science (2009-2010). Fie had condu

the work under my supervision and guidance.

deem it tit for submission.

Dr. M. Maso0|n Raza (Associate Prole- (i

AcknowCedgement

Tirst and foremost I wisk to express my endless tHanks to A^'^JW. The a[migfity, Because of whose deCp onfy, my emSrvonu ideas aSout the subject of study have come to fruition.

It gives me immense pCeasure to express my deep seme o; gratitude and sincere than^ to my respected teachers and supenisor <Dr. M Masoom ^Rflza, (dissociate (professor), (Department of Lib ran and Information Science, JL.^M.V., J[Cigarh,for his exceCknt guidance sympathetic and motivating attitude throughout the course of thv study. I afways found him h^nd enough to spare his vaCuahfe time whenever I needed it most. I consider myseffortunate enough to kaii wor^d under his supervision. 'My regards and admiration to him art unSounded.

I sincerefy express my gratitude to (Dr. !Naustiad ACi (PM, Chairman, (Department of Library and Information Science, JA.'M:L . JlCigarh, for his timeCy guidance throughout the course.

I wish to express my thanh^ to my other respected teachers namely (Prof ShaSahat Husain (Ex: Chairman), S. Mustafa %, Q. Zaidi ((Ex: Chairman), (Dr. Sudfiarma Haridasan (J4ssociate (professor^, Mrs. !Nishat Tatima (Sr Lecturer), (Dr. MehtaB A((im (Sr Lecturer for their generous heCp, suggestions and cooperation during the completion of this dissertation.

Vi^ordsfaiCs me in expressing my regards to my ever loving fathet Mr. MofufSa6irJL(i%fia7i, and my sweet mother Mrs. Mehrun'Xisha

My heartfuC thanh^ are due to My friends, cCassmates ana ^spectedSeniors.

Last hut not the (east; I wouCdCi^ to express my gratefulness to staff of seminar library ie. Mr. S. ^(jaz Abbas, ZafiidTCasan, Md Shariq, MdAsifKfian andO^asruMn Xfian.

MoMSfiikpfi

CONTENTS

Page No

Certificate Acknowledgement List of Tables List of Graphs

CHAPTER-1

Introduction 1-23

CHAPTER-2

Review of Related Literature ^4-49

CHAPTER-3

Methodology 50-5'^

CHAPTER-4

Data Analysis and Interpretation 57-88

CHAPTER-5

Conclusion 89-94

APPENDICES

Bibliography 95-9"

Questionnaire 98-101

LIST OF TABLES

1 Frequency of library visit o"

2 Purpose of library visit ^o

3 Awareness to the service oi.

4 Satisfaction with the opening hour (M

5 Adequacy of library collection o6

6 Arrangement of reading materials in the library 68

7. Photocopying services in the view of library users "1

8. User opinion about the physical facilities in the Library ^^:]

9. Views about the library staff '"S

10. User's opinion about the library services "~

11. Views about purpose using digital resource centre •79

12. Views about satisfaction of accessing digital

resource and digital resource centre 81

13. Views about satisfaction of number of OPAC

terminals in library 83

14. Vi ews about the e-journal resource services 85

15. Satisfaction with overall functions of M.A. Library 87

LIST OF GRAPHS

1 Frequency of library visit

2 Purpose of library visit

3. Views of Photocopying services in library

4. Views about the library (staff assistance)

5. Purpose using digital resource centre

6. Satisfaction of accessing digital resources in digital

resource centre

7. Satisfaction of number of OPAC terminals in library

8. E-journal resource services

9. Overall functions of M.A. Library

INTRODUCTION

LIBRARY

A library is regarded as a social institution therefore it is expected lo

perform certain functions. Traditional libraries confined themselves lo

books, manuscripts and periodical publications. But a modern librar\

acquires variety of items like books, periodical publications, microfilms,

slides, audio-cassettes etc. international organization for standardization

has defined a library as "irrespective of title, any organized collection of

printed books and periodicals or of any other graphic or audio visual

materials, and the service of the staff to provide and facilitates the use of

such materials are required to meet the research, informational, educational

or recreational needs of its users."

A.L.A. glossary of library and information science has defined a

library as ""a collection of materials organized to provide physical,

bibliographical, and intellectual access to a target group, with a staff that is

trained to provide services and programmes related to the informational

needs of the target group"

According to S.R Ranganathan, "a library is a public institute or

establishment charged with the care of a collection of books, the duty of

making them accessible to those who required the use of them and the task

of converting every person in its neighborhood into a habitual library goers

and readers of books" thus a library is regarded as a public institution

which is also expected to convert the potential readers into actual readers.

FUNCTONS OF A LIBRARY

A library should provide for:

1. Life long self education.

2. Intbrmalidn documents on all subjects including local, national

international affairs to serve economic political and social welfare.

3. Proper use of leisure.

4. Advancement of culture.

5. Preservation of literacy heritage for posterity.

TYPES OF LIBRARY

The libraries are of the following types

1) National librarv

2) Public librar}'

3) Special library

4) Academic library

i) School library

ii) College librar>'

iii) University library

ACADEMIC LIBRARY

An academic library is a library attached to an academic institution,

i.e. an institution engaged in teaching or research and imparts formal

education to students who aspire to complete a particular course under a

prescribed syllabus. Schools, colleges, universities and technological '

engineering /medical institutions v/hich may vary from one another m

respect to courses offered by them

Academic libraries exist to cater the needs and requirements of then-

parent academic institution. They vary in shape, size, collection and

services, depending upon the nature of the parent institution. For example,

libraries attached to a school, college and even to an undergraduate college

or a post graduate college or a medical college or an engineering college

would be different Irom the rest in respect of the collection, shape, M/C.

and services. However all academic libraries have some common qualiiics

in many respects. It is because all academic libraries exist to support ihc

teaching and research programmes of their parent institutions. I3esRie,s

having a good collection of reference books on variety of subjects, these

emphasize on building up a strong collection concerning the courses

offered by the institution. Academic libraries have become most importain

in academic institutions due to changed nature of education. Tremendiuis

growth in the student population; opening of new institutions; rapid

expansion o[^ education; growing emphasis on qualitative education and

high cost of books are some of the factors which necessitates ihc

establishment of a well equipped academic library.

UNIVERSITY LIBRARY

A university library is a library attached to a university. It exists lo

cater the needs and requirements of students and teachers and to support

the teaching and research programmes of the university. University librar\

is considered as an integral part of a university. This library is different

from the other two academic libraries in many respects like size, collection

as well as clientele. Need and importance of university libraries has been

realized and accepted by many authorities. For example, Kothan

commission recognizes a university library as the '"heart of the university"

The prime function of the university library is to provide facilities for

study and research for all the members of that university. It implies three

functions of the university library that is teaching, research and extension

services.

ORIGIN AND DEVELOPMENT

India is the site of one of the most ancient civiHzations in the world

After the settlement of Aryans, a section of intellectuals, the Brahman^

became priests and men of learning. At that time, a university was founded

in the city of Gandhara in northwest India, named Takshila University, li i>

considered to be the first university in the world. I'akshila Uni\ersit\

acquired an international reputation in the 6' century BC as a centre ( i

advanced studies. It was a great centre of learning with a number oi

famous teachers and an excellent library. The library collection included

works on Hinduism, political science, literature, medicine, and philosophx^

This university and the library was destroyed during invasion of Hunas.

In the y^ century BC, Buddhism received great impetus under

India's most celebrated ruler Ashoka. At that time, Buddhist monastic

institution at Nalanda became owed its foundation to six generations of the

Gupta kings. The university had a huge library with a collection of

invaluable manuscripts and served over 10.000 students from India and

abroad. Nalanda University library was the biggest in Asia. The library ot

the Fort William College came into existence in 1800 at Calcutta. 1 he

collection included 11.718 printed oriental books, 5,224 European books

and 4,253 oriental manuscripts. In 1902 Raleigh commission, under the

chairmanship of Sir Thomas Raleigh looked into the conditions of the

academic libraries in the country and reported the neglected conditions of

university libraries.

COLLECTION

Building a library collection which should be able to meet the needs

of the teachers, students and research scholars adequately, is the major task

of a universiu library. The collection of a university library is categon/cd

in three parts.

Primary sources

Periodicals, journals, patents, standards, dissertations, research

reports, conference proceedings, technical bulletins.

Secondary sources

Secondar}' periodicals, abstracting journals, indexing periodicals

books, encyclopedias, dictionaries, directories, yearbooks, monographs and

bibliographies.

Tertiary sources

Bibliography of bibliographies, catalogue of catalogues, list of

encyclopedias, list of abstracting and indexing journal and guide to

literature etc.

SERVICES

-> Lending services.

-^ Provision of general and specific information.

-^ Compilation of bibliographies.

-> Assistance in location of documents.

-> Readers' advisory service.

-> Reservation of documents.

-^ Documentation service.

-> Inter library loan.

-> Maintenance of clippings.

-> Maintenance of vertical files.

-> Reference service.

-> Relerral service.

-> Reprographic service.

-> Translation service.

-^ I' xtension service.

-> Display of new additions.

—>• Literature search.

-> BibHography instruction and library orientation.

FUNCTIONS

The university library is expected to perform the following functions.

1) l o acquire, process, organize and make available reading and oilier

materials to students, teachers and other staff members ol' ihc

university.

2) Arousing their intellectual curiosity and sharpening intellectual

facultv.

3) Stimulating imagination, reasoning and critical faculty.

4) Refining their ethical and cultural values.

5) Make them aware of their environment and development around

them.

6) Informing and guiding them with regard to their further education

and profession.

7) To encourage the use of library initiating the fresh students and

teachers and taking up readers' education programmes.

8) To adopt new technology e.g. computerization in certain areas with

a view to provide purposeftil service in minimum possible time.

USERS

Users of the university library are students, research scholars,

faculty members and teachers of the university.

TYPES OF UNIVERSITIES

In the higher education sector, universities are classified \nU) lour

types of depending on the manner in which they were set up. These arc a

follows:

i) Central universities.

ii) State universities,

iii)Deemed universities.

iv) Private universities.

i) Central universities:

Central universities are set up by an act of parliament. There arc

about 20 central universities in the country. The president of India is a

visitor at all central universities. The university grants commission (U(iC)

is the agency that provides funding for maintenance and developmeni ol

these universities.

ii) State universities:

Universities set up or recognized by an act of the state legislature are

known as state universities. There are about 215 state universities in the

country. State governments are responsible for establishment of stale

universities and provide plan grants for their development and non-plan

grants for their maintenance. The UGC makes budgetary plan allocation

for 113 state universities.

iii) Deemed universities:

Institutions of higher learning, which are not universities, are often

in recognition of their high caliber of education granted the status ot the

university. Such institutions are known as deemed universities or deemed

to be universit}'.

The status of the deemed university is accorded by the UGC. Seciion

3 of the UGC Act, provides for the conferring this status of autonori}

granted to high performing institutes and departments of varimis

universities in hidia. Deemed university status enables not Just lull

autonomy in setting course work and syllabus of those institutes and

research centers but also allows it to set own guidelines for the admissic^n.

fees and instruction of the students.

iv) Private universities:

A private university is an institution of higher learning established

through a.state or central act by a sponsoring body, such as a socieiv

registered under the Societies Registration Act, 1860, or any other

corresponding law for the time being in force in a state or public trust or a

company registered under section 25 of the Companies Act, 1956. For an

institution to be given the status of a private university, the state legislature

conferring the status has to pass an act by which the institution will recei\ e

the status of a university.

ALIGARH MUSLIM UNIVERSITY

Aligarh Muslim University is a Residential Academic Institution.

It was established in 1875 by Sir Syed Ahmed Khan and in 1920 it was

granted a status of Central University by an Act of Indian Parliament. It is

located in the city of Aligarh, Uttar Pradesh, India. Modeled on the

University of Cambridge, it was among the first institutions of higher

learning set up during the British Raj. Originally it was Mohammedan

Anglo-Oriental College, which was founded by a great Muslim social

reformer Sir Syed Ahmed Khan. Many prominent Muslim leaders, aiui

Urdu writers and scholars of the subcontinent have graduated from UK

University. Aligarh Muslim University offers more than 250 Courses u

traditional and modern branch of Education. Sir Syed Ahmed Khan, a yreai

social reformer of his age felt the need for modern education and started ;i

school in 1875 which later became the Mohammedan Anglo (Jricnial

College and fmally Aligarh Muslim University in 1920. This is a preiniei

Central University with several faculties and maintained institutions and

draws students from all corners of the world, especially Africa, West Asia

and South East Asia. In some courses, seats are reserved for students hoiii

SAARC and Commonwealth countries. The University is open to all

irrespective of caste, creed, religion or gender. Aligarh is situated at a

distance of 130 km, South-East of Delhi on Delhi-Calcutta Railway and

Grand Trunk route

History:

I'he University grew out of the work of Sir Syed Ahmad Khan who

in the aftermath of the Indian War of Independence of 1857 felt that it was

important for Muslims to gain modern education and become involved in

the public life and Government Services in India at that time. Raja Jai

Kishan helped Sir Syed a lot in establishing this university. The British

decision to replace the use of the knowledge of Persian in the 1830s lor

Government employment and as the language of Courts of Taw caused

deep anxiety among Muslims of the sub-continent. Sir Syed then clearK

foresaw the imperative need for the Muslims to acquire proficiency in the

English language and "Western Sciences" if the community were lo

maintain its social and political clout, particularly in Northern India, lie

began to prepare the road map for the formation of a Muslim University by

starting various schools. In 1864, the Scientific Society of Aligarh was sot

up to disseminate Western works into native languages as a prcluiic u

prepare the eommunity to accept "Western Education". Sir Sjltan

Mahommed Shah, The Aga Khan 111 has contributed greatly to Ahgarn

Muslim University in terms collecting funds and providing financial

support.

In 1875. Sir Syed founded the Muhammadan Anglo Oricniai

College in Aligarh and patterned the college after Oxford and Cambridge

universities that he had visited on a trip to England. Mis objective was lo

build a college in tune with the British education system but witlu)ui

compromising its Islamic values.

It was one of the first purely residential educational institutions set

up either by the Government or the public in India. Over the years it ga\ c

rise to a new educated class of Muslims who were active in the political

system of the British Raj, and who v -ould ser\'e as a catalyst for change

among not only the Muslim population of India, but of the entire

subcontinent. When Viceroy to India, Lord Curzon visited the College in

1901, he praised the work which was carried on by the College and called

it of "sovereign importance"

The college was originally affiliated with the University of Calcutta,

and was transfeiTed to the Allahabad University in 1885. Near the turn oi'

the century it began publishing its own magazine, and established a law

school. It was also around this time that a movement began to have it

develop into a university to stand on its own. To achieve this goal, many

expansions were made with more and more programs added to the

curriculum. A school for girls was established in 1907. By 1921 (exact year

1920), the College was transformed into a university, and it was named

Muslim University. Its growth continued. The first chancellor of the

10

university was a female, Sultan Shah Jahan Begum, hi 1927. a schoo! lot

the blind was established, and the following year, a Medical School was

attached to the university. By the end of the 1930s, the University had also

developed its Engineering faculty. Syed Zafarul Hasan Joined the Aligarh

Muslim University in early 1900s as Head of Philosophy Deparlmcni.

Dean Faculty of Arts. He was a pro-Vice Chancellor prior to his

retirement, and brought good name to the University. The Library complex

of the University consists of a Central Librar}' and over SO

college/departmental libraries. Libraries of the colleges, institutes and

departments, cater to the needs of postgraduates and students of

professional courses. The University has established Book Banks for the

benefit of students of certain professional courses.

UNIVERSITY LIBRARY

MAULANA AZAD LIBRARY

The Central Library was set up in 1875, when this institution \\as

established as Madarsatul Uioom. In 1877, the Madarsa became

Mohammadan Anglo-Oriental College. Lord Lytton, the viceroy of India,

laid the foundation stone, and the library was named after him as Lytton

Library. Eminent scholars like Gardner Brown, Arnold, Raleigh, Horowitz.

Storey and Auchtelpone functioned as honorary librarians in addition to

their teaching responsibilities. In 1960, it was named as Maulana Azad

Library when the first Prime Minister, Pt. Jawaharlal Nehru, inaugurated

its present building. The Seven storied building is surrounded by 4.75

acres of land in the form of beautiful lawns and gardens. It is the most

beautiful building of the University and one of the few very attractive

libraries in the country. The Library has about 14, 00,000 books

The collection consists of books, periodicals, pamphlets,

manuscripts, paintings and photographs. M.A. Library performs the

11

functions of a National Library so far as its collection of Oricniai

manuscripts is concerned. It is because of these rich collection- of

immense research value that this Library is reckoned among nuijor

libraries of the world. The oldest manuscript owned by the library is more

than fourteen hundred years old. It is a fragment of the Quran transcribed

by Hazrat Ali. the fourth caliph of Islam and is written on parchmeni in

Kufi script. Another rare collection is the fialnama of Beyazid Ansari. no

copy of which is available anywhere else in the world

•fhe Library has a sizeable collection of early printed books m

various languages. The most outstanding among them is the Latin

translation of the celebrated Arabic work on optics, opticam pratatis. b\

Ibn-aLHaitham (965-1039) published in 1572

There are several Farmans (decrees) of the Mughal kings like Babur.

Akbar, Shahjahan, Shah Alam, Shah Alamgir, Aurangzeb etc. Another

prized possession of the library is a "Shirt" on which the whole Quran is

inscribed in khafi script. This shirt is believed to have been worn by a

warrior of Mughal army

Among the large collection of Mughal paintings is the painting ot

Red Blossom, which is magnum opus of Mansoor Naqqash, the celebrated

court artist of Emperor Jahangir. Some valuable Sanskrit works translated

into Persian have also been preserved in the library. Other possessions

worth mentioning are the Ayurveda in Telugu and the Bhasa's in

Malayalam script written on palm leaves. Abul Faiz Faizi, an eminent

scholar of Akbar's court translated several Sanskrit works into Persian,

such as Maha Puran, Bhagvat Gita, Mahabharata and Lila Wati, these arc-

also available. More than 5,000 students, teachers and other members of

the university daily visit the library and utilize its services.

12

COLLECTION OF MAULANA AZAD LIBRARY

Maulana Azad I.ibrar)' has the following collection

1. General Collection

Books and Journals 2,00,000

Manuscripts 16,000

Microfiches 30,000

Language wise breakup of library collection is

Language Number of books

Urdu l,25,000(approx.)

fiindi 33,785(approx.)

Persian 20,000(approx.)

Sanskrit 5300(approx.)

Arabic 10,000(approx.)

2. Special Collection

The library has special collection donated by various persons which art-

named after the names of their respective donors.

1. Subhanullah collection

2. Habibganj collection

3. Abdus salam collection

4. Firangi mahal collection

5. Sulaiman collection

6. Qutubuddin collection

7. Munir alam collection

8. Aftab(conference) collection

9. Ahsan collectioin

lO.Shaifta collection

1 l.Jawahar museum (Etawah) collection

13

MEMBERSHIP OF THE MAULANA AZAD LIBRARY

Students Enrolled 11.968 Staff Enrolled of all Categories 452 Guest Members 42 Academie Staff College Refresher Courses 90

LIBRARAY SERVICES

The Maulana Azad Library provides the following services to its users: -

L Reference service:

Although this service is of a traditional nature, it was formal K

started in 1961. The service has since been growing in magnitude steadiK

and takes the following forms:

(a) Assistance and instruction (formal and informal) in the use of librar\

including the location of materials, use of catalogue and use of basic

reference tools such as encyclopedias, dictionaries, yearbooks,

almanacs and indexes etc.

(b) Assistance in the identification and selection of books, journal and

other materials relevant to a particular informational need. This ma\

be limited to assistance in the location o pertinent materials or it ma\

extend to selection and evaluation of materials on a given topic.

(c) Provision of brief, factual information of the ready reference variet\.

particularly such information as names, addresses, statistics,

biographical information, etc., that can be located quickh in

particular reference tools.

(d) Provision of information in response to queries of a long range

reference nature. Such queries may entail a thorough search of

books and periodicals to locate the desired information. The search

may sometimes continue for hours together and even for days.

14

2. Literature survey and bibliographical service:

This senice was introduced for a long time ago. The demand lor

this service is. however, growing steadily owing to the accelerated pace ol

research in the university. The reference and research division of ihc

library keeps itself fully abreast of on-going research in various subjects

and endeavors to make adequate preparations to meet the demands of ihc

researchers. The first task of the division in this context is to make the

various subject collections particularly in humanities and social sciences.

Besides building up research oriented collection in different fields, ihc

reference and research division also undertakes literature surveys tor

research scholars on their topics of research resulting in the compilation ot

bibliographies of the material available within the library and outside. 1 he

bibliographical service is extended to limited researchers of a tew

disciplines of social science, humanities and science.

3. Inter library loan service:

I'he library has been extending this service since long. In the context

of a torrential volume of publications in every discipline today, it is

impossible for any library, however financially well-off and resourceful, to

meet all the demands of its clientele from its own collections. Thus inter

library loan has now become a well established convention the librarv

world. This library too receives as well as supplies documents on inter

library loan.

4. Reprographic service:

This service includes both microfilming and Xeroxing. Microfilming

is undertaken only for the manuscripts and rare books which can not

withstand the rigours of electrostatic photo-copying. For ordinary books

and articles in periodicals, the electrostatic method is used. The service is

15

provided on a no-profit-no-loss basis. The demand for this service is

becoming more and more intense from all categories of readers as the} are

spared the botheration of copying out the required portions from books and

periodicals. The microfilming and photographing service is extended to

outside scholars and libraries also.

5. Audio-visual aids service:

The use of audio-visual aids is increasing gradually in higher

education. The library' has a fairly good collection of audio-visual material

comprising video-tapes phonodiscs, phonocards. microfilms, microfiches,

maps, charts, diagrams, etc. the demand for this service has been growing

steadily.

6. Service to blind:

The university maintains an institution for blinds, known as Ahmadi

School for.the blind. The blind students are also admitted to certain courses

of studies in the university. It is therefore the duty of the university librar\

to cater their needs. The library is, therefore, building up a collection o\'

Braille books. The blind members of the library are also offered certain

other facilities such as providing them with a cubicle and even a reader

read out to them printed books on their topics of study and research.

7. Cubicles and lockers:

For the convenience of the faculty members and the research

scholars, the library has made provisions for a substantial number of

cubicles enable the researchers and serious readers to carry on their

research/ academic work with full concentration. The allotment of cubicles

is made on the basis of first come first served. The lockers are, however.

16

provided for a short period of time depending upon the actual need of the

researcher and faculty member concerned. This facility is extended lo

scholar from the abroad or the other parts of the country on a priority basis

8. Digital resource centre:

Maulana azad library has launched the digital information resource

centre for the Aligarh Muslim University's academic and research

community. It provides the access to databases of electronic resources to

the bonafide members. These services are available through intranet. 1 he

databases of the resources are constantly reviewed and updated according

to the growing need of the users.

9. Internet facility:

The librar}' is providing the internet facility to the bonafide members

of the library. The bonafide members can use the internet services b\

showing their valid identity cards to the staff of the library.

10. Online journal facility:

The library is providing the online journal facility to the bonafide

Research Scholars of the library. They can use this service for his research

work and they access the useful information in less time.

USER

In this study users indicate that community which uses the library.

According to Oxford English Dictionary user is generally defined as one

who uses or employs anything.

SATISFACTION

According to webstor Universal Dictionary satisfaction is the act of

satisfying or gratifier feeling or gratification of desire.

LIBRARY

Library is the social institution where documents are kept for use.

17

According to S. R. Ranganalhan "A library is a public institution or

establishment charged with the care of a collection of books and the diu\

of making them accessible to those who require use of them.

SERVICES

According to Oxford English Dictionary services is the action ul

serving, helping or benefiting, conduct tending to the welfare or advantage

of another.

According to Webster Universal Dictionary service is a act

performed for the benefit or advantage of a person, instition.lo

FACILITIES

According to Webster Universal Dictionary facility is the qualitx of

mind which makes understanding and learning easy.

STUDY

According to Oxford English Dictionary study is a work presenting

the result of investigations into a particular system. II

According to Webster Universal Dictionary study is the process ot

acquiring knowledge.

MAULANA AZAD LIBRARY

Maulana Azad Library It is a university library which is situated in

the campus of Aligarh Muslim University

ALIGARH MUSLIM UNIVERSITY

A University which is established in 1920 especially for the Muslim

Community.

OBJECTIVES OF THE STUDY

The primary objective of the study is to investigate the view of the

users toward the services and facilities provided by MA library. The

specific objectives of the study are as follows:

i) To know the frequency of the users to visit the library.

18

(ii) To find out the purpose of their library visits.

(iii) To find out the awareness of users to the Hbrary services.

(iv) To assess the satisfaction of the users with regard to the working

hours of the different section of the University library.

(v) To ascertain the opinion of the users regarding the adequacy of the

collection of different sections of the University library.

(vi) To assess the satisfaction of the user with regard to ihc

arrangement of the materials of different sections of the library.

(vii) To identify the problems faped by the users in using the library,

viii) Identify the method that the readers of the library adopt to locale

the required information sources,

ix) To determine the opinion of the users towards the photocopying

service provided by the library,

x) To determine the level of user satisfaction towards the physical

facilities,

(xi) To collect the opinion regarding the computerization of the

University library,

(xii) To know the views of the users about the library staff,

(xiii) To ascertain the opinion of the users regarding the user education,

(xiv) To suggest mean for improving library collections,

(xv) To aid the library staff in the formulation of modified policy m

book selection and acquisition,

(xvi) 10 know the purpose using data resource centre

(xvii) To know the satisfaction of accessioning digital resources in digital

resource centre

(xviii) To know the satisfaction of number of terminals to near library to

meet your information need

(xix) To know the satisfaction with the results from OPAC

19

(xx) To know the satisfaction with e-journal resource service proxidecl

by librar}'

(xxi) To consider the factor that will help the library in promotin^ its

services.

HYPOTHESIS

In order to achieve the objectives of the study the following

hypotheses were formulated.

i) Most of the users are not satisfied with the services and

facilities provided by MA library.

ii) Most of the users are satisfied with the behavior of librar\

staff.

iii) Most of the user are not faced any problem in using librarx

services.

METHODOLOGY

The present study is conducted on a sample of 150 users of M.A.

library. The tools used for the present study all questionnaire observation

and informal interview. Firstly investigator chooses the sample on the basis

of stratified method and circulates the questionnaire according to random

method.

METHOD OF DATA COLLECTION

For this study the data was collected through a questionnaire

observations and informal interview. A questionnaire consisting questions

was designed to elicit the opinions of the Teachers, Research Scholars and

Students. Investigator is a regular visitor of the library, so he also observed

a lot of facts regarding collection services and facilities of the MA libran,

Investigator also asked some questions to some users and library staff.

20

SCOPE AND LIMITATION OF THE STUDY

The present study is entitled "User satisfaction in Maulana /\/ad

Library AMU. Aligarh

The main objective of this study is to investigate the views ot the

users towards the services and facilities provided by Maulana A/ad

Library.

In order to make an intensive study, the scope of the topic has been

limited to only MA Library. Seminar libraries of various departments,

institutes, centres, colleges and halls of residence libraries have been

excluded from the study. Only members of M.A. Library session 2009-10

are included and special categories of users are excluded from the stud\

Shortage of time is the biggest limitation of the study when the survey was

conducted; teachers and students were busy because of the tight schedule

of the end of the session.

ORGANIZATION OF REPORT

Chapter I

Introduction

The introductory chapter deals with small description about Aligarh

Muslim University. Maulana Azad Library and its users followed by need

and significance of the study, statement of the problem, objectives, scope

and limitations of the study.

Chapter II

Review of Related Literature

A total number of 35 previously published literature related to user

satisfaction with the services and facilities of libraries are summarised.

21

Chapter III

Methodology

This chapter deals with the statement of the problem, objectives,

hypotheses, methodology, sample population, variables taken, tools used

for study, pilot survey, and data analysis method.

Chapter IV

Analysis and interpretation of data this chapter deals with the

analysis and interpretation of data collected through questionnaire.

Chapter V

Conclusion, Findings, Suggestions and Recommendations for

further research.

22

REFERENCES

1. Qureshi. Ishrat AH, Maulana Azad Library: A major Librar\ o\ ilic

World 1877-1988. Aligarh, Anwar, 1989. .

2. Borkowski. M.V. Library technical assitant's handbook. Philadelphia.

Dorrance. 1975.

3. Qureshi, Ishrat AH. op. cit.

4. Aligarh Muslim University, Annual Report, Aligarh, AMU, 2008

5. Qureshi, Ishrat AH. op.cit.

6. Oxford English Dictionary, ed. Burchifield, R. W. Oxford, Clarenda.

1972.

7. Webster Universal Dictionary, ed. Wyld, Henry Cecil and Partridge.

Eric H. New York, Harver Education Service, 1979.

8. Ranganathan, S.R. Reference Service. Bangalore, Asia, 1961.

9. Oxford English Dictionary, op. cit.

10. Webster Universal Dictionary, op. cit. •

11. Oxford English Dictionary, op. cit.

12. Webster English Dictionary, op. cit.

13. Ranganathan, S.R. Reference service and bibliography, v.l, Madras.

Madras library association, 1940, p.25

14. Ranganathan, S.R.: preface, Op.Cit. p.l 14

23

(9 9\

emeap elated

•4

REVIEW OF RELATED LITERATURE

Review of related literature is very essential in a new researcli

topic. Study of related literature implies locating, reading and

evaluating reports of research as well as report of casual ohservat-on

and opinion that are related to the individual"s planned research

projects.

In any worthwhile study in a field of research, the researcher

must have an adequate knowledge with the work that has alread\

been done in the area of his/her research. Investigator must have i.p-

to-date information about what has been thought and done in the area

of his research.

In brief this chapter presents an overall review of studies

conducted in abroad as well as in India in a chronological order

regarding the topic of user satisfaction. Investigator reviewed oni\

those studies which were similar to the present study or indirecti\

related to the present study.

Krishan Kumar (1968) made a survey under title "Users

survey concerning teachers and research scholars in the department

of Chemistry. University of Delhi". The objectives of the study to

know what are the information requirements of users. How does he

obtain information and keep track of the latest ideas. What needs lo

be done to make effective use of the library resources/services? How

the programme of training of librarians can be adapted to meet the

requirements of the research scholars. Data used for analysis was

collected through questionnaire.

Some research scholars demanded library should provided

translation service of important research articles. Larger percentage

24

of research fellows than teachers felt the need for training in the iisc

of chemical literature. It was suggested by the research scholars

again and again that every book and periodical needed by them

should be located at one place and moist convenient place for them

was the department itself. Some of them suggested that Journals like

the Chemical Abstract and Current Chemical Papers should be

received by air mail. It was suggested that chemical abstract should

not be issued to anyone. Research fellows mentioned that ihe

teachers should be asked to return items on loan with them in time

Amba, K.N, and Rav, M.V, (1969) made an analysis unoer

the title "Leather information service- user reaction study'". Two

leather information services entitled "Current leather literature

(CLL) and Leather title service (LTS) were started by the cential

leather research institute. The survey was carried out to find out to

what extent those two services fulfilled the information needs of lae

readers and to identify the areas in which improvement could oc

made. The data used for analysis was collected through

questionnaire method. Most of the respondents reported that they are

using current leather literature service regularly. Some respondents

used CLL purely for scanning purpose, some used as a source lt)r

literature search and most of the respondents attached equal

importance to both scanning and literature search. Most of the

respondents used 'Leather title service' regularly. Most of the

respondents used this service for current awareness purpose.

Respondents demanded that "LTS" should include the

announcements of new books.

Saha, Khurana (1972) made a study under the title" Use

pattern of Indian Institute of Technology Delhi Library: A survey" .

The objectives of this study were to know the quantum of library

25

c

use. pressure of demand from various category of users, peak fioui

of library usage, number and percentage of readers visiting ih

library on different week days. To collect the data following mcth(u!

was used:

Loose sheets of papers were kept at the reference desk neai the

entrance of the library. Every member entering the library uas

required to enter his/her name and status in different columns and

put his signature against them. In view of the result obtained by data.

the following observations regarding the working of the library were

made 15% of members were visiting the library daily. Maximum use

of library was made by the post graduate students including research

scholars. Faculty members used the library in low percentage. It was

suggested by the investigator that to attract the faculty members

library should start current awareness service and selective

dissemination of information.

Bhushan, Ved (1972) conducted a study under the title "users

survey of IIT Delhi Library" to ascertain the attitude of the users

towards the library services and to improve the quality of librar}

services. The questionnaire method was used to collect the data. In

this study it was found that most of the respondents demanded that

library should be made simple. Some users suggested that the most

used books should not be issued more than 7 days and reference

service should be improved.

Sharma, Savitri (1973) conducted a study under the title

"Users survey of Delhi public Library Karol Bagh Branch" to assist

the library staff in solving unusual problems of immediate

importance, to formulation of modified policy in book selection and

acquisition, to suggest means for improving library collection and to

consider the factors that will help the library staff in improving its

26

ser\iccs. Questionnaire and interview method were used to ascenaui

the users", opinion. The result of the study shown that most ol' ihe

users demanded that library should arrange the sitting facility, cftck

room, cooler, air conditioned and more staff. Some users suggesied

that library should be opened more counters.

Settey, K. Uinapathy (1974) conducted a study under the title

"Characteristics and attitudes of library patrons: A sample studv"".

The objectives of the study were to know the characteristics of ihe

patrons and attitudes of the patrons towards the services provided b\

the library. Questionnaire method was used for primary data

collection. 32% of the patrons belong to 16-20 years age group.

while 42% to 21-30 years age group. Young people appear to use the

library to a greater extent than any other age group. This data shows

that the library provided good services to young age group. Most of

the users expressed that they are unable to see the librarian.

Sangameswaran, S.V. and Chandran, Ranjita? (1978)

conducted a study under the title "Computer based information

services in food and technology: A survey of users interest"', fhe

objectives of the study were to know: The number and category of

the users who required the computer based information services.

This kind of information required by each category of users. This

type of service required by each category of users. This nature of

existing/alternative facilities which are already available to the

users.

Questionnaire survey was conducted to collect data on random

basis. Users were facing problems in using computers in creating

database and providing other services. Most of the respondent

mentioned two important parameters i.e., cost and usefulness which

could decide either to subscribe or not to the services.

27

Haravu, L.J and Nagaraja G.R. (1979) made an analvsis

under the title "The use and uiipact of information services in an

industrial R & D environment"'. The objectives of the study were the

extent of use of different services. The impact of these ser\ ces

directly or indirectly on R&D tasks. The attitude of users in general

to information products and services and the attitudes ol

experimental and theoretical groups in particular. Changes, if an\,

library and information usage subsequent to receiving SDL Problems

faced in using information services.

The data was collected through questionnaire method. Ihc

result of the survey shows the low percentage of the users uses !hc

SDI service regularly. A surprising result of the survey was that

patents awareness service was regularly use only by the few

respondents.

Pangnnaya, N. B. and Poornachandra, H.J. (1982) made a

analysis under the title "study of the use of library catalogue at the

Mysore university library ". The primary objectives of this study

were to ascertain the frequency of library catalogue and the degree

of dependence of library catalogue in information search, fhe

purpose of which catalogue is put to use. The information about the

habits and needs of the catalogue user were collected by -

Administrating questionnaire to the onsite users near the catalogue

cabinet. Observation of actual use standing in the vicinity of the

catalogue, hitbrmal interviews with the user as they leave the place

after consulting the catalogue.

The faculty members and the research scholars use the

catalogue more frequently then the students. The reason for

infrequent use by the student is that they were not very familiar with

the tool and its use. Rather they choose to go to stacks without

28

consulting it. Users are not familiar with the scheme of classificalion

or the way the books are organized in the shelves. Main sugge-iu^n

is that the library should continuously give proper guidance to

readers to use the catalogue frequently and usefully.

Biswas, subhas and others (1983) conducted a survey undci

the title "central library: users and pattern of use: A survey •\ The

objectives of this study to identifying the library users by broader

occupational categories and membership status. Assessing the

frequency and purpose of library visits, use of collection by location

within the library and broader subject areas of interest. Finding out

the users approach to subjects / documents / information; whether

the staff has been helpful; the real beneficiaries of the lendmg

facilities, the suitability of library hours. Identifying the need of

book reservation and extension of document supply through lending

and photocopying. Major part of the data for this survey had been

collected through questionnaire method and from the library records.

The photocopying services provided by SCL were generally utilized

by research scholars and the location of SCL was in the backyard of

the Shastri Bhawan (G wing) users demanded than it should he

located in the "A" wing of the shastri bhawan and facing the mam

road".

Ramanna Gopinath, M.V. and Sangmeswaran, S.V. (1984)

made a study entitled "User evolution of NICFOS's services "no

obtain fresh feedback toward the existing services and for possible

initiation of new services. Questionnaire method was the tool to

conduct the study. This study revealed the most of the users were

satisfied to the services provided by the library. Some users

expressed that cumulative bibliography on specific topic should be

brought out and should be updated periodically. Cilliberti, Anne C

29

and others made a study under the title "material availabilit\ \

study of academic library performance "The objectives of the slud\

to determine what need to be done to improve library services, i he

cause of user failures to identify and locate library materials

Observation method was used for collecting data from the 600 card

catalogue users. Some users do not want to take the help of librar\

staff when they are unable to get their materials. Some were failed iv

understand the aims of reference and periodical section. Some users

are not able to get the material from the shelves with the help of call

number because the title and call number written on books were noi

clear.

Bavakutty, M, (1987) conducted a study under the title "l se

of libraries by the teachers "The objectives of the study to exam

mine the utilization of collage library resources and facilities n\

teachers with regard to the frequency to the library use, the duration

of the time spend in the libraries and borrowing of the subject as

well as general books. Questionnaire method was used to conduct

the above study. The teachers were not utilizing the existing librarv

resources and facilities. While frequency of library visits and degree

of its used by teachers was somewhat satisfactory, the duration ot^

the time spend by them in the college libraries and the number of

subject borrowed by them leave much to be divided. The teacher

used the college libraries mainly for curricular and instructional

purpose.

Dixit, Ramprakash (1987) made a study under the title "Users

survey of national medical library: An overview". The objectives of

the study were to find the use of the library, evaluation of library

collection, organization of materials, circulation service and

reference service. A questionnaire method was used to conduct the

30

survey. Periodical section of this library used closed access sxsleni

Users were not satisfied to this system. Users wanted that Index to

Indian medical periodicals should be brought out in more updated

fashion. Users felt that the classification and catalogue system of the

library should be done in timely manner. Charges of tiic

photocopying service were high. Users demanded to open the libra A

on Sunday also and to open a canteen in NML building itself.

Gupta, Auraadha (1989-90) conducted a survey under tlic

title "The users of government of India libraries: A state of the an

report" Identification of the characteristics of the users. Use -studies

i.e. pattern of use, type information /reading material as librarx

service used. User's satisfaction i.e. assessment of the satisfaction of

the reader with respect to the library, its collection and service.

Users need to conduct the above survey data was collected through a

questionnaire cum interview method on the random basis.

Majority of government official used their departmental libraries and

other libraries occasionally. The study indicated a large number nf

users were interested in social science discipline. The central

secretariat library was found to be the most used library. Most of the

user were satisfied by the collection and services provided by the

libraries. Most of the respondents were not aware the services like

CAS, SDl. Reference service etc.

Faries, Cindi (1990) conducted a study under the title "Users

reaction to CD-ROM: The Penn state Experience" The objective of

the study was to determine the reaction users towards the CD-ROM.

To conduct above study the questionnaire method was used. The

important finding was users interest towards the CD-ROM was verv

interesting with the help of this study library determined what type

31

of training should be provided lo the users to drive the CD-ROM

system

Korah, Accamma, C. Devrajan, (1990) condueted a siad>

under the title ''Information needs and use pattern of Rubbci-

Scientists'" to ascertain the user opinion about the adequacy ol

collection and library services, users approach lo information

services, nature of search for current information. Questionnaire was

the tool to conduct the study. Most of users expressed that ihe

collection of dissertations/thesis were in adequate .according to their

information need. Most of the users were not satisfied to the services

provided by Rubber Research Institute of India (RRIT) Library. And

the users demanded to introduce the information technologies m

India.

Sanjeev kumar and Mishra, Sanjaya (1992) conducted a

study under the title '"Use of National Institute of Fashion

Technology Library: A survey". The objectives of the study were to

know the suitability of the library opening hours. Frequency of

library use by the members. Their information requirements. 1 he

most frequently used services. The helpfulness of the librarian and

other statT.

The data used for this study has been collected through

questionnaire. It was suggested by the respondents to increase the

space of the library to provide better arrangements and more

efficiency. It was desired by the respondents to increase the timing

of library and suggested that the library should open at 8 am and

close at 8 pm every day including holidays. The respondents visit the

library to issue books and use reference materials. The most

frequently used services are lending of books, photocopying.

32

Joshi, Manoj (1992) made a study under the title "Usr o:'

CDS/lSlS in the libraries of Delhi: An analysis". The objeetixc-, oi

the study were to know library functional systems supported b\

CDS/ISIS. To identify various library services supported h\

CDS/ISIS. To access users reactions on various aspects of CDS/lSlS

Data collection was done by using Questionnaire method. Inter\ tew

method. Observation method including collection of ephemeral

material wherever available.

Results of the study showed that many libraries had acquired

CDS/ISIS only because it was being provided free of cost b\

NISSAf. Users were satisfied with the facilities available in

CDS/ISIS.

Mallaih, T.Y. and Badanii, K.K. (1993) conducted a stud>

under the title "Library and Information services faculties in

Mangalore University Library from the researcher's point of view A

survey"', fhe primary objective if the study was to investigate the

existing library and information service facilities in the Maneah^re

University Libraries. The specific objectives of the study as to find

out the types of information sources required by the research

scholars. To identify the methods that the readers of the librarv

adopt to locate the required information sources. To ascertain the

opinion of the users regarding the adequacy of information resources

and services available in the library. To identify the problems faced

by the users in using the library. To help the administrator of the

library in preparing an enrichment programme for better use of the

library.

Questionnaire method was used to collect the information.

Half percentages of the respondents are facing problems in locating

the documents/information in the library. Most of the respondents

33

approaching the documents through the author in the auitior

catalogue. In the library collection, the study identified that books.

encyclopedias . dictionaries, newspapers and magazines sufficieni to

meet the academic and research needs and that periodicals and rep()ri

literature were not adequate enough to meet their academic ;md

research needs. Majority of the respondents had complaint about ihc

non availability of current journals on time to meet their

requirements in the library. The majority of the respondents were

found to be aware of the services such as referenced service and

circulation services offered by the university library. But a good

number of respondents had suggested that the other kind of services

such as CAS. ILL, reprographic services etc. were not satisfactory^

Dalai, B.K. and Ramesh, D.B. (1993) conducted a studx

under the title" Users studies- a tool for evaluation of a special

library: A case study" the objectives of the study were to know the

extent of library use, needs and requirements of various categories of

users, peak hours of highest usage, period of transactions of various

service points etc. the data used for this study had been collected

through the questionnaire, borrower card, circulation register,

observation and visitor's register for outsiders and internal statf

Overall collection of all types of literature was not adequate. Users

demanded that new acquisition policy should be made to improve the

collection.SDl service and CAS etc should rapture be further

strengthened. Literature searches using online and CD-ROM

database should be provided. Library was in lack of current journals

S.P. Singh (1994) conducted a study under the title

"Evaluation of collection and services provided by IIT libraries;

Users point of view" objectives of the study were: To find out the

documentary sources required by the users specially P.G students.

34

research scholars and faculty members. To identify the information

needs of the users. To ascertain users opinion with regard u^

usefulness and adequacy of information sources. To access 'he

awareness as well as usefulness of library services in carrying >)Ui

teaching, iearning and research programmes, to know the proble ns

faced by the users in using the library, to suggest the solution to ihc

library authorities to overcome the problems.

Questionnaire and interview methods used for the above stud\.

Majority of users in order of priority visit the library to update then-

professional knowledge, consulting the documents for research use

for borrowing/returning the documents. Library catalogue has been

found to be most useful by most of the users. Organization of

documents collection has also been found to be useful by majority of

the respondents. Users are satisfied with circulation service except

that research scholars have emphasized on the overnight issue of

bound volume of periodicals. Users are satisfied with reference

service as well as with the attitude of reference staff as majority oi

users have expressed about provision of help to search documents,

use reference sources and use of bibliographical sources

etc.Photocopying services provided by the library bee found vei}

popular by users.

Raina, Roshan (1993) made a study under the title "Analysis

of the student feedback on the library resources, facilities, services

at a national level management institute: a case study". The objecti\ e

of this study was to know the attitude of the users towards the

services provided by the Indian Institute of Management, Lucknow.

The data used for this study had been collected through

questionnaire. According to the most of the users, the collection of

library is adequate. Reference collection of library is satisfactor}.

35

but some users demanded for some improvement. The behavior ol

library slalT is also good. The arrangement of library colleciion

impressed by the students very much.

Martinez Arellano, Filiberto F. (1994) made a study under

the title "Use attitudes and behavior before and after ihc

implementation of an online catalogue". The main objective of~ ihis

study was to identify changes in users' attitudes and behavior when

dealing with a newly implemented online catalogue. Questionnaire

method was used to conduct the study. After introducing online

catalogue the number of library users increased rapidly. \n

increasement in successful searching was also noticed.

V, Chaya Devi (1996) made a study under the title "Attitude

of end-user towards online information retrieval- a case study ot

NSCRC Library Vishakhapatnam". The objective of this study was

to know the attitude/ behavior of the end users of the technical

information cell (TIC) of National Ship Design Research Institute

(NSDRC). towards the online information search and retrieval. 10

collect the data from the user's survey was conducted asui

questionnaire distributed to the users. Majority of the end-users

preferred to search the information through online than that of

manual method due to the reasons of immediate and global

accessibility of information. Further the survey revealed that the

users had not experienced any difficulty with the online method.

Most of the respondents opined that bibliographic database were

most convenient source to access information. Most of the end-users

agreed that the experience with the time made them expert in getting

access to information through online.

Jain, Vivekanand and Upadhyay V.V. (1998) made a studv

under the title "User satisfaction of internet service in Banaras

36

Hindu University library: A study" Internet is very essential aiui

useful tool to fulfill the information needs of users of uni\eisii\

libraries in India. In present paper we describe users" vuws.

satisfaction and their expectations and suggestions to improve the

Internet service in BHU library by adopting questionnaire methoci

Sinha, S, (1999) made a study under the title "Performance

Measurement of U.K. University Libraries" total library expendiiurc

per FTE user (i.e., full-time equivalent target user group of students

and academic staff).The findings are:- expenditure on information

provision per FTE user. Expenditure on staffing per FTE user. Seal

hours available per week per FTE user. Loans per year per FIE user.

Interlibrary loans as a percentage of all loans

Leo Clougherty, John Forys,(2000) made the study under the title "' Ihc

University of lovv a Libraries: Undergraduate User Needs Assessment"

The university community is not a static environment but. rather, one

fraught with change and adjustment to change. How do academic libraries

within a university setting effectively address the evolving service and

resource needs of a diverse patron community? One method that has

received increasing attention is the development and implementation of

internal instruments specifically designed to assess user satisfaction with

services and resources. This study assesses undergraduate resource and

service needs, identifies library wide unmet needs, and gives both library

user and librarian an opportunity to engage in proactive dialogue.

K.L. Mahawar(2001) made a study under the title "Library Services

Vis-A-Vis Satisfaction among Student of Tagore Library, University

of Lucknow : A Study" The paper covers the satisfaction level ol

P.G. level students in University of Lucknow Library with the

services provided by the library. It studies about frequency of library

37

visit, satisfaction with opening iiours of the library. librar\

collection, and user satisfaction from library services. This stuch

also covers the use of reference sources in the library. Some

suggestions relating the satisfaction level of users are also provided

on the basis of study.

Sebastian IVlundt(2003) Made the study under the title ••Benchmarking

user satisfaction in academic libraries - a case study" Customer

satisfaction and ser\'ice quality have so far been evaluated mostly from a

local perspective although the quality element has been firmly established

in academic library management for at least a decade. Critics ol" inier-

institutional comparisons often object that different preconditions are not

considered adequately. Examples from a joint user satisfaction surve\

conducted by 15 German university libraries in 2001 suggest ihai

comparative data are a suitable means to identify cases of ••best practice"

and can effectively initialize processes of customer-focussed improvement

Furthermore, if compared with corresponding statistical data or

performance measures, satisfaction ratings can reveal possible structural

strengths and deficits relative to other libraries. On the other hand, follow-

up telephone interviews with participating libraries showed that the survex

results substantially challenged the institutions' internal communication

and public relations organisation, and underlined that even in a well-

developed, culture of assessment the need for professional mediation and

coordination of comparafive analyses may not be underestimated.

Devi, Purnima (2004) made a study under the title "Internet Users :

A Study of Manipur University Library" the present study has been

undertaken to assess the attitude of Internet users, taking mto

account the use of Internet by research scholars of Manipur

University library, India. The major objectives were to identify

38

Interncl is not a substitute for the library and to find out the u^c ol

internet resourees by research scholars for their research work, lor

this purpose a well structured questionnaire was distributed among

the research scholars of three schools of Manipur University. \ 1/

School of Science, School of Social Science and School of

Humanities. Data were collected from 82 research scholars. 1 he

paper verified that research scholars were not fully satisfied with the

Internet facilities provided by Manipur University library, fhc

findings of the study also revealed useful facts about the use of

Internet by research scholars. On the basis of findings, some

suggestions have been made to improve the use of Internet among

the Research Scholars. To utilize the resources of Internet to its

maximum, it is necessary to make the Research Scholars well-versed

in the surfing and browsing on the net.

Henry Pisciotta, Michael Dooris, James Frost, and Michael

Halm(2005) made the study under the title "Penn State's Visual Image

User Study"" The Visual Image User Study (VIUS), an extensive neetis

assessment project at Penn State University, describes academic users of

pictures and their perceptions. These findings outline the potential market

for digital images and list the likely determinates of whether or not a

system will be used. They also explain some key user requirements for

teaching, independent learning, and collection management. The

importance of picture collections maintained by individuals is underscored,

as is the desire of users to easily mix pictures from their collections with

those from databases and other sources. Two prototypical services were

tested: an image database service and a more experimental peer-to-peer

system named Lion Share.

39

SeissI, lVlaria(2006) made the study under the title "Benehm;irkinL;

efforts in Austrian university libraries"" In a tinie of great chanjics in

university legislation it was felt that Austrian academic libraries siiouki

take performance measurement in their own hands. The fact that due u

historical reasons there was a certain uniformity of librar\' rules ano

standards was seen as major aspect in favour of developing a set ol

performance indicators to be used on a national scale for benchmarking

reasons. Several initiatives are described covering both traditional and

electronic library services. A new.reporting system of Austrian universities

is also outlined.

Ling-Feng Hsieh, Jiung-Bin Chin, Mu-Chen Wu (2006) made the

study under the title "Performance Evaluation for Universit}' Electronic

Libraries in Taiwan"This article reviewed the library performance

evaluations found in the literature of the UK, Germany, USA and laixsan

and constructed primary performance evaluation indicators. The Delphi

Method was then used to summarize the opinions of experts in completing

the construction of a performance evaluation model for e-librar>'. With ail

the factors of e-library, user satisfaction and input of libraries as the basis.

Analytic Hierarchy Process is used to illustrate the problems and combine

the two to establish the hierarchy structure for the performance evaluation

of this research. The weights of all indicators within hierarchies are

calculated and then the weight of the overall hierarchies is worked out.

The e-library plays two important roles: data searching and

academic study. Using relevant e-business data collected from libraries in

six universities, combining indicator weight and Technique for Order

Preference by Similarity to Ideal Solution (TOPSIS), this paper considers

the distance of the universities from positive and negative Ideal Solutions

as the evidence for ranking and demonstrates the overall performance of e-

40

libraries in ail universities - providing future improvement direetions lor

university libraries. The research can also provide important lulurc

decision-making references for libraries and universities to enable better

performances.

Nahyun kwon (2006) made a study under the title "1 scr

satisfaction with referrals at a collaborative virtual reference

service" Introduction. This study investigated unmonitored refenals

in a nationwide, collaborative chat reference service. SpecificalK. it

examined' the extent to which questions are referred, the types o\'

questions that are more likely to be referred than others, and the

level of user satisfaction with the referrals in the collaborative chai

reference service. The data analysed for this study were 420 chat

reference transaction transcripts along with corresponding online

survey questionnaires submitted by the service users. Both sets of

data were collected from an electronic archive of a southeastern state

public library system that has participated in 24/7 Reference of the

Metropolitan Cooperative Library System (MCLS). Referrals in the

collaborative chat reference service comprised approximately 30% vi'

the total transactions. Circulation-related questions were the most

often referred among all question types, possibly because of the

inability of 'outside' librarians to access patron accounts. Mosi

importantly, user satisfaction with referrals was found to be

significantly lower than that of completed answers.

Ashok Kumar Sahu (2007) made the study under the title

"Measuring Service Quality in an Academic Library: An Indian Case

Study" The research was carried out among the students and faculty

members of the INU. A questionnaire was used as the data gathering

41

instrument. The instruments for data collection consisted of struciured

questions. All the closed ended questions were designed to elicit responses

on a fne point Likert scale to measure both respondent satisfaction and

perception of service quality. Analysis of the collected data made use o)

the chi-sqUare method. The results would appear to indicate that the JNl

library is not lacking in quality of service. However, we need to note ihat

quality information service is about helping users to define and satisfy itieir

information needs, building their confidence in using information retrieval

systems, and making the whole activity of working with library stall' a

pleasurable experience. To achieve total quality in information service ihc

JNU library should provide a comprehensive information programme that

is predicated on the needs and activities of the users. This study may help

those libraries, who are seriously interested to develop user satisfaction and

provide better service to the user. This study also suggests some

recommendations about increasing the user satisfaction in the librar\

service

Chia Yip Ping ; Edzan; N.N (2008) made the study under the title

"Evaluating User's Level of Satisfaction with the Chinese Studies

Collection Held at an Academic Library" A user assessment study was

conducted to evaluate the users' level of satisfaction v/ith the Chinese

studies collection at the University of Malaya Library. The respondents

were library professionals, faculty members, undergraduate and

postgraduate students at the Department of Chinese Studies, University of

Malaya. A total of 135 responses were received with a response rate of

77.5%. The results indicated that the undergraduates of years 2 and 3 and

the postgraduates were less satisfied with the collection and services

compared with the undergraduates of year 1, faculty members and librar>

professionals. Results showed that there between services, and ti

42

investigate examples of good practice. The paper provides a usetLi!

overview of UK academic library user survey methods.

Richard Rogers, Hugh Preston (2009) made the study under the

title "Ifsability Analysis for Redesign of a Caribbean Academic 1 ihrar\

Web Site: A Case Study" This paper seeks to present a usability evaluaiion

of the web site of the Main Library of the St Augustine Campus oi the

University^ of the West Indies (UWI) to get users and site visitor> to

identity the major strengths and weaknesses of the site and to incorporate

the results and participant feedback into a redesign that rejects users'

intuitions rather than those of the site developers and librarians. A

combination of experimental and respondent research strategies was used

to evaluate usability. These included survey questionnaires, focus grou[-is.

formal usability testing and card sort. In addition, both usability heuristics

and ISO guidelines were used to assess effectiveness, learnabilitv.

usefulness and user satisfaction. Respondent strategies used a sample si/e

of 529 participants for the self-completion questionnaires and 16

participants in the focus group sessions. Experimental strategies combined

observation of 21 individual participants and three groups of participants m

the usability tests. In the card sort protocol nine individual participants and

three groups of participants were observed. The findings identified

challenges in the site's information architecture (labeling and organization)

and in the interface design. Research limitations/implications - More

ethnographic approaches are needed to elicit distinctive Caribbean user

behaviors. The paper presents issues of organizational change and the

impact of technology on the relationship between systems and user

services librarians.

Seek Lee, Hyung (2010) made a study under the title "student

User Satisfaction with Web-based Information Systems in Korean

43

Universities"" Despite of tiie rapid adoption ol' computer-h.isccl

information systems in higher education in Korea and their increascu

importance both in education/research activities and administration.

there have been few studies on whether these campus-w iJc

information systems (CWIS) are being effectively used from the

student user" point of view. This study tests a modified mi'del

developed for this study based on previous literatures to measure

student user satisfaction of the information systems. It was found

that information and system satisfaction significantly affected 'he

overall user satisfaction with CWIS.

44

\

REFERENCES

1. Krishan Kumar "Users survey concerning teachers aiu

Research Scholars in the Department of Chemistry. Universii

of Delhi" Annals of Library Science and Documenlaiion

15(4), 1968, 175-204.

2. Amba. K.N. "Leather Information Services -user react ion

study". Annals of Library Science and Documentation. 18( 1 ).

197]. 1-12.

3. Saha. Karuna "Use pattern of Indian Institute of Technolog).

Delhi Library: A Survey". 25(1&4), 1978, 38-47.

4. Bhushan, Ved "Users survey of IIT (Delhi) Library". Annals

of Library Science and Documentation. 19(4), 1972, 194-19V.

5. Sharma, Savitri "Users survey of Delhi Public Library Karol

Bagh Branch". Library Herald. 16(1&2), 1974, 23-40.

6. Setty, K. Umapathy "Characteristics and attitudes of Library

Patrons; A sample study". ILA Bulletin. 10(3&4), 1974, 88-95

7. Sangameshwaran, S.V. and Chandran, Ranjeeta "Computer-

based, information services in Food Science and Technologv:

A survey of user interests". Library Science with a Slant \o

Documentation, 16(3), 1979,65-76.

8. Haravu. L.J. and Nagaraja, G.R. "The use and impact of

Information Services in an industrial R&D environment'.

Library Science with a Slant to Documentation. 16(4). 197'*.

111-24.

9. Pagannaya, N.B. and Poorchandra, H.J. "Study of the use of"

Library Catalogue at the Mysore University Library". Herald

of Library Science. 21(1&2), 1982, 8-14.

10. Biswas, Subhas, C. and others "Central Secretariat Library

users and the Pattern of use - A survey". Library Herald

45

24(3&4). 1986. 113-43.

11. Ramanna. B., Gopinath, M.Y. and Sugameshwaran. s.\ '

"Users evaluation of NICFOS's Services". Library Science

with a Slant to Documentation. 22(3). 1985, 141-152.

12. Ciliberti. Anne C. "Material availability: A study of AcademK

Library Performance". College and Research Libraries. 48( i i.

1987. 513-527.

13. Bavakutty, M. "Use of Libraries by the Teachers". Librar>

Herald. 26(1&4), 1988, 127-131.

14. Dixit. Ram Prakash "Users survey of National Medical

Library: An overview". Library Herald. 26(1&4), 1988. 1 L -

126.

15. Maheshwari, B.S. and Trivedi, S.K. "Information needs of

Indian Scientists: A case study of C.F.T.R.L Mysore". Annafs

of Library Science and Documentation. 33(1 &2), 1986. 67-75.

16. Gupta, Anuradha "The users of Government of India Libraries:

A state of the art report". Llerald of Library Science. 36(1&2).

1997. 31-46.

17. Nzotta. Briggs C. "An evaluation study of collections,

personnel and services of colleges of education libraries in

Nigeria". Herald of Library Science. 28(4), 1989, 305-308.

18. Paries. Cindi "Users reaction to CD-ROM the Penn state

experience". College and Research Libraries. 53(2), 1992, 139

46

19. Karah. Accama C. and Devarajan C. "Information needs aiui

use pallern of Rubber Scientist". lASLlC Bulletin. 36(3). \'>')\

89-94.

20. Sanjeex Kumar and Mishra, Sanjaya "Use 9fTNiational Insti'utc

of Fashion Technology: A survey". ILA Bulletin. 28(3(^4).

1993. 116-123 . •

21. .loshi, Manoj "Use of CDS/lSlS in the Libraries of Delhi: An

analysis". ILA Bulletin. 28(3&4), 1993, 95-104.

22. Mailaiah. T. Y. and Badami, K.K. "Library and Information

Services facilities in Mangalore University Library from the

research scholar's point of view: A survey". Annals of Librar\

and Documentation. 40(40, 1993, 155-165.

23. Dalai, B.K. and Ramesh, D.B. "User studies - A tool lor

evaluation of a special library: A case study". Annals -){'

Library Science and Documentation. 41(3), 1994, 116-120.

24. S.P. Singh "Evaluation of collection and services provided b\

Indian Institute of Technology (IIT) Libraries: User's point of

view". Journal of Library and Information Science. 19(1 i.

1994, 1-18.

25. Raina, Roshan "An analysis of the students feedback on the

library resources facilities, services at a National Level

Management Institute a case study". Annals of Library Science

and Documentation. 42(3), 1995, 106-112.

26. Martines - Avellano, Filiberto F. "Users attitudes and

behaviour before and after the implementation of an online

47

catalogue" Fhe International Information & Library Review

28(3). 1996. 275.

27. V. Chaya Devi "Attitude of the end-users towards onhnc

information retrieval: a case study of NSDRC Librarx

Vishakapatnam". Annals of Library Science and

Documentation. 44(1), 1997, 18-31.

28. Sinha. S, '"Performance Measurement of U.K. Universilx

Libraries"". Information Research, 5(3), 1999.

29. Leo, Clougherty and John Forys, "The University of Iowa

Libraries: Undergraduate User Needs Assessment'" D-1 ih

Magazine, 8(6), 2000, 22-35.

30. Mahawar, K..L. "Library Services Vis-A-Vis Satisfaction

among Student of Tagore Library, University of Lucknow: A

Study", ICAL Poster paper, 2001.

31. Devi, Purnima."Internet Users: A Study of Manipur Universit}

Library'" ICAL, Library Services. 2009.

32. Pisciotta. Henry. "Penn State's Visual Image User Studv""

Libraries of the Academy, 5(1), 2005, 35-58.

33. Seissl, Maria. "Benchmarking efforts in Austrian university

libraries" 2006.

34. Ling-Feng, Hsieh. "Performance Evaluation for Universny

Electronic Libraries in Taiwan", Library and Information

Research. 25(8), 2006.

48

35. Nahyun. kwon. "User satisfaction with referrals ai a

collaborative virtual reference service" Information Reseatch.

11(2), 2006.

36. Sahu. Ashok Kumar. "Measuring Service Quality in an

Academic Library: An Indian Case Study", D-Lib Maga/inc.

4(2), 2007.

37. Chia Yip Ping; Edzan; N.N, "Evaluating User's Level ol

Satisfaction with the Chinese Studies Collection Held at an

Academic Library" Libraries of the Academy, 6(2), 2008.

38. Richard, Rogers. "Usability Analysis for Redesign of j

Caribbean Acade mic Library Web Site; A Case Study

Information Research, 11(2), 2009.

39. Seok Lee, Hyung. "Student User Satisfaction with Web-based

Information Systems in Korean Universities" Library and

Information Research, 8(6), 2010.

40. w w w . j c cc- u gc i n fo nct • i n

41. www.jurn.org

42. www.doaj.org

43. wv^'w.openjgate.com

44. www.ifla.org

45. www.itla.organization/iv/ifla72/index.htm

49

9\

0

METHODOLOGY

This chapter deals with the methodology used in the study a ui

has been discussed under the following headings:

- Statement of the Problem

- Objectives of the Study

- Hypotheses

- Methodolog}

- Sample Population

- Variables Taken

- Tools used for the Study

- Pilot Survey

- Data Analysis Method

Statement of the Problem

The problem for the present study is entitled "User satisfacnon

in M.A. library, AMU, Aligarh of user satisfaction with librar\

services and facilities.

Objectives of the Study

The primary objective of the study is to investigate the view ot

the users tov\ard the services and facilities provided by MA Iibnir\^

The specific objectives of the study are as follows:

i) To know the frequency of the users to visit the library.

50

(ii) To find out the purpose of their library visits.

(iii) To find out the awareness of users to the librarx ser\ iees,

(iv) To assess the satisfaction of the users with regard to ihc

working hours of the different section of the Uni\er.ii\

librar\.

(v) To ascertain the opinion of the users regarding the adequacx

of the collection of different sections of the LJniverMt\

library,

(vi) fo assess the satisfaction of the user with regard to she

arrangement of the materials of different sections of the

library,

(vii) To identify the problems faced by the users in using liic

library. .

viii) Identify the method that the readers of the library adopt lo

locate the required information sources,

ix) fo determine the opinion of the users towards tlie

photocopying service provided by the library,

x) To determine the level of user satisfaction towards the

physical facilities,

(xi) To collect the opinion regarding the computerization of the

University library.

(xii) To know the views of the users about the library staff.

51

(xiii) To ascertain the opinion of the users regarding the user

education,

(xiv) To suggest mean for improving library collections.

(xv) To aid the library staff in the formulation of modified policx

in book selection and acquisition.

(xvi) I'o know the purpose using data resource centre

(xvii) To know the satisfaction of accessioning digital resource-- ni

digital resource centre

(xviii) I'o know the satisfaction of number of terminals to near

library to meet your information need

(xix) 1 o know the satisfaction with the results from OPAC

(xx) fo know the satisfaction with e-journal resource service

provided by library

(xxi) To consider the factor that will help the library in promotirig

its services.

HYPOTHESIS

In order to achieve the objectives of the study the following

hypotheses were formulated.

i) Most of the users are not satisfied with the services anci

facilities provided by MA library,

ii) ^Most of the users are satisfied with the behavior of librar\

staff.

52

iii) Most of the user are not faced any problem in using lihrar\

serxices.

METHODOLOGY

There are several survey techniques available for user SIUJICN

such as questionnaire method, personal interview, interview h\

telephone, diary method and observation. For this study the

investigators used questionnaire, observation and informal inter\ iew

for the collection of data.

Questionnaire

This method of data collection is quite popular, particularfv m

case of big enquiries. It is called the heart of survey operation. \

questionnaire consists of a number of questions printed or typed in a

definite order on a form or set of forms. In this method a questionnaire

is given to the person concerned with a request to answer the question

and return the questionnaire. The respondents have to answer the

questions on their own.

Questionnaires are of two types:

i) Open Questionnaire

In this type of questionnaire, no answer, given against the

question. Respondent supply the answer in his/her own words.

ii) Closed Questionnaire

In this type of questionnaire, answer is given against the

53

question. I'he respondent has to select the alternate answer written

against the question.

Observation

This method implies the collection of information by wa\ oi

investigator's own observation, without interviewing the

respondents. In this method we observe things around us, Ihe

obser\alion obtained relates to what is currently happening ano is

not complicated by either the past behavior or future intentions or

attitude of respondents. This method is no doubt an experience

method and the information provided by this method is also vers

limited.

Informal Interview

In this method investigator ask only some questions to the

respondents and library staff relating to services and facilities

provided by the library. Data collected by this method is used to

formulate findings and suggestions.

SAMPLE POPULATION

The present study is conducted on a sample of 125 users of

M.A. Library. The questionnaire was circulated to 150 users among

30 Faculty Members, 45 research scholars and 75 students. A totai

number of 105 filled questionnaires were returned back from 20

Faculty Members, 25 research scholar and 60 from the students

54

Investigator seiectcd 92 for the analysis of data from 25 faeuli}

Members, 35 research scholars and 65 students because o

incomplete response.

VARIABLES TAKEN

In order to achieve the objectives of the study the following

variables are taken for detailed analysis:

Students

Research Scholars

Faculty Members

Students

I'he group consists the students from U.G. to P.G. level.

Research Scholars

The persons v/ho are enrolled in various departments of AMI

for Ph.D. Facultv Members

Faculty Members

Those who are engaged in teaching in various departments ol

AMU.

TOTAL USED FOR THE STUDY

Questionnaire, observation and informal interview are used a

the tools for the study.

s-5^^"9>.

'A-

55

PILOT SURVEY

A pilot survey was undertaken to ensure that the questioniiairo

were as meaningful to the average respondent as they were t( the

investigator, and to decide which questions were relevant lot ilic

purpose Of the study. The questionnaire was distributed to 15 users

for the pilot study which was helpful in modifying the questionnaiic

suitabilitv.

56

9\

m J e

DATA ANALYSIS AND INTERPRETATION

In users studies immediately after the data collection the next task is

data collection and interpretation of results. Analyzing means u>

categorizing ordering, manipulation and summarizing of data to obtain

answer to research problems. The purpose of analysis is to reduce data lo

intelligible and interpretable form so that he relations of research problems

can be studies and tested.

TABLE!

FREQUENCY OF LIBRARY VISIT I

Frequency

Daily

i 2-3 times in a week

Once in a week

Seldom

No response

Not visited

Faculty

Members

5

(20)

4

(16)

(12)

2

(8)

2

(8)

-

Research

Scholars

15

(42.86)

6

(11.42)

1

(2.86)

3

(8.57)

-

Students

23

(35.38>

8

(12.31 1

8

(12.3!i

(4.62,

1

(3.07!

-

(Figures within parenthesis are "/bag

57

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FREQUENCY OF LIBRARY VISIT

The analysis of table-1 data shows that the (20%) of Faculty

Members visit the library 'Daily', (16%) of them visits 2-3 times in a week

and (8 %) visit the library in a rare case. It is significant that the last

category, viz., 'Not Visited' was not listed by any of the respondents.

The analysis of the data shows that (42.86%) of Research Scholars

visits the library daily, (11.42%) 2-3 times in a week, (2.86%) once in a

week. It is interesting that the last category 'Not Visited' was not listed by

any of the respondents.

The analysis of the data show that the (35.38%) of students claimed

that they visit the library daily and (12.31 %) of them visit the library 2-3

times in a week. (12.31%) of students claimed that they visit the library

once in week.

It is clear from the analysis that 20% of Faculty members, 42.86% of

Research Scholars and 35.38% of Students are visiting the library daily.

58

TABLE-2

PURPOSE OF LIBRARY VISIT

Study purpose

Research purpose

Collecting teaching material Borrow books

Spend leisure time

Any other

Faculty members

1 (4) 5

(20) 6

(24) 2

(8) -

2 (8)

Research Scholars

15 (42.86)

10 (28.57)

-

4 (11.43)

-

-

Students

36 (55.38)

1 (1.54)

4 (6.15)

20 (30.77)

2 (3.07)

1 (1.54)

(Figures within parenthesis are %age)

PURPOSE OF VISIT

The analysis of table-2 data shows that the (20%) Faculty members

visit the library for research purpose, (24%) for collecting teaching

material and (8%) for borrow books. Very less percentage of the Faculty

members (4%) visits the library for study purpose. (8%) of Faculty

members visit the library for other purposes such as to consult magazines

newspapers etc.

Most of the Research Scholars (42.86%) visit the library for study

purpose while 28.57% visit for research purposes. (11.3%) visit for borrow

books.

In the case of students (42.86%) visit the library for study purpose

and (30.77%) visit to borrowing books. Very low percentage of students

(1.54%) visit for other purposes. (3.07%) of students visit the library to

spend leisure time.

60

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The analysis of table-3 data shows that the (40%) of Faculty members

are aware of reference services followed by (36%) and (40%) are aware of

circulation service and newspapers/periodical service respectively. It is

also evident that (32%) of the Faculty members are not aware to the Inter

Library Loan Service.

Similarly (37.14%) of Research Scholars are aware of reference

service followed by (22.85%) and (54.28%) are aware of circulation

service newspapers/periodical service respectively. (34.28%) of Research

Scholars are not aware to the Inter Library Loan Service.

(53.84%) students are aware of reference service while (64.62%) and

(69.23%) are aware of circulation service and newspapers/periodical

service respectively. It is also clear that a major part of the students i.e.

(32%) are not aware to Inter Library Loan Service.

It is also clear that most of the users are not aware the Inter Library Loan

service.

63

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SATISFACTION WITH THE OPENING HOURS

The analysis of table-4 data shows that majority of the users (40%)

Faculty members, (45.71%) Research Scholars and (63.07%) students are

satisfied to the opening hours of Reference section. (48%)) of Faculty

members and (17.14%) of Research Scholars did not respond this question

because they are not using this section. (16%)) Faculty members and (40%)

research scholars are satisfied with the opening hours. A major portion of

the students (61.53%)) are satisfied to the working hours of this section.

Circulation section opens from 8 am to 4 pm, (40%)) of Faculty

members, (40%o) of Research Scholars and (49.23%)) of students are

satisfied to the working hours of this section while (24%) of Faculty

members, (5.71%) of Research Scholars and (7.69%)) of students are not

satisfied to the working hours. Majority of the users i.e. (32%)) of Faculty

members, (42.86%o) of Research Scholars and (52.31%)) of students are

satisfied with the working hours of periodical section.

USE OF LIBRARY CATALOGUE

Catalogue is the most useful tool to find out the information source

which kept in the different sections of the library. It is clear from the

analysis that 80%) users use the catalogue for locating information sources.

Due to its artificial nature, the respondent faces some problem so they take

the help of library staff to overcome it.

65

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ADEQUACY OF LIBRARY COLLECTION

The analysis of tabIe-5 data shows that (28%) of Faculty members

and (42.85%) of Research Scholars revealed that the collection of

Reference Section is adequate to meet their information needs. (49.23%) of

students expressed that the collection of this section is meet their

information needs. (9.23%) of students did no this question because the

undergraduate students do not use the reference section.

Faculty members and Research Scholars not use the textual studies

division so (16%) of Faculty members and (14.28%) of Research Scholars

did not respond to this question. (55.38%) of students expressed that the

textual studies division is adequate toward their information needs which

(15.38%) revealed that the collection of this section is inadequate.

(24%) of Faculty members, (11.42%) of Research scholars and

(18.46%) of students expressed that the collection of circulation section is

inadequate towards their information needs while (32%) of Faculty

members, (37.14%)of Research Scholars and (50.90%) students expressed

that the collection is adequate.

(24.1%) of Faculty members, (31.42%) of Research Scholars and

(30.60%) students expressed that the collection of periodical section are

adequate. (35.38%)) of students did not respond the question may be due to

the fact that students are not using journals.

67

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ARRANGEMENT OF READING MATERIAL IN THE LIBRARY

The analysis of table-6 data shows that (24%) Faculty members.

(40%) Research Scholars and (60%) of students are satisfied with the

arrangement of the text books. (28%) of Faculty members and (2.86%) of

Research Scholars did not respond because they do not use the text books.

(24%) of Faculty members, (34.28%) of Research Scholars and

(52.31%) of students are satisfied with the arrangement of reference books

while (36%)of Faculty members and (14.29%) of Research Scholars and

(20%) of students are not satisfied.

Most of the respondents, (32%) of Faculty members, (40%) of

Research Scholars and (55.38%) of students are satisfied with the

arrangement of books in stack.

(28%) of Faculty members and (25.71%) of Research Scholars and

(41.53%) of students are satisfied with the arrangements of reports.

Students do not consult the Reports so (26.15%) of students did not

respond this question. (40%o) Faculty members and (45.71%) of Research

Scholars and (44.61%) of Students are satisfied with the arrangement of

theses and dissertations. (18.46%) of students did not respond this

question.

OPINION ABOUT BORROWER'S CARDS

Library provides 15 Cards to Faculty members, 6 Cards to

Research Scholars, 3 Cards to Postgraduate students and 2 Cards to

Undergraduate students for borrowing purpose. Faculty members and

Research Scholars are satisfies with this but the students of

Undergraduate and Postgraduate are not satisfied. They demanded that

the necessity of more Cards.

69

ARRANGEMENT OF READING MATERIAL IN THE LIBRARY

The analysis of table-6 data shows that (24%) Faculty members.

(40%) Research Scholars and (60%) of students are satisfied with the

arrangement of the text books. (28%) of Faculty members and (2.86%) of

Research Scholars did not respond because they do not use the text books.

(24%) of Faculty members, (34.28%) of Research Scholars and

(52.31%)) of students are satisfied with the arrangement of reference books

while (36%)of Faculty members and (14.29%)) of Research Scholars and

(20%)) of students are not satisfied.

Most of the respondents, (32%) of Faculty members, (40%) of

Research Scholars and (55.38%)) of students are satisfied with the

arrangement of books in stack.

(28%)) of Faculty members and (25.71%)) of Research Scholars and

(41.53%) of students are satisfied with the arrangements of reports.

Students do not consult the Reports so (26.15%o) of students did not

respond this question. (40%») Faculty members and (45.71%o) of Research

Scholars and (44.61%o) of Students are satisfied with the arrangement of

theses and dissertations. (18.46%) of students did not respond this

question.

OPINION ABOUT BORROWER'S CARDS

Library provides 15 Cards to Faculty members, 6 Cards to

Research Scholars, 3 Cards to Postgraduate students and 2 Cards to

Undergraduate students for borrowing purpose. Faculty members and

Research Scholars are satisfies with this but the students of

Undergraduate and Postgraduate are not satisfied. They demanded that

the necessity of more Cards.

70

TABLE-7

PHOTOCOPYING SERVICE IN THE VIEW OF LIBRARY USERS

Faculty

members

Research

Scholars

Students

Satisfactory

9

(36)

19

(54.29)

48

(73.84)

Unsatisfactory

4

(16)

2

(5.71)

4

(6.15)

No Response

3

(12)

1

(2.85)

2

(3.07)

(Figures within parenthesis are %age)

The analysis of table-7 data shows that (36%) of Faculty members,

(54.29%) of Research Scholars and (73.84%) of students are revealed that

they are satisfied with this service. (16%) of Faculty members are not

satisfied with the photocopying service. (5.71%) of Research Scholars and

(6.15%) of students are also expressed the same.

71

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USER'S OPINION ABOUT THE PHYSICAL FACILITIES IN THE

LIBRARY

The library has to maintain cleanHness, space for reading, furniture

proper ventilation, toilet facilities and arrangement of drinking water. A

good environment in the library with sufficient facilities provides a

comfortable atmosphere for reading and using the library resources

effectively.

The analysis of table-8 data shows that (20% of) Faculty members,

(40%) of Research Scholars and (64.61%) of students are satisfied to the

space for reading provided by Maulana Azad Library while (40%) of

Faculty members, (19.14%) of Research Scholars and (13.84%o) of students

are not satisfied with the reading space. Faculty members and Research

Scholars demanded that there should be a separate place for them for study

because Research Section is not useful for them because it is also used by

P.G. students.

(16%) of Faculty members Faculty members, (51.42%) of Research

Scholars and (70.76%) of Students are satisfy with the furniture facility.

(44%) of Faculty members and (8.57%) of Research Scholars are not

satisfied with the furniture.

(32%) of Faculty members, (42.86%) of Research Scholars and

(67.69%) of Students are satisfy with the ventilation facility (36%) of

Faculty members, (54.29%) of Research Scholars and (70.76 %) of

Students are satisfy with the cleanliness of Maulana Azad Library while

very low percentage of respondents unsatisfied with the cleanliness.

(16%) of Faculty members, (45.71%) of Research Scholars and

(53.85%) of Students are satisfy with the drinking water facility. (32%) of

Faculty members and (14.29%) of Research Scholars and (20%) students

are not satisfied with the drinking water facility. Now drinking water

facility is available only at Ground Floor, so the users and staff of I to IV

74

stacks demanded that there should be an arrangement of water facility at

all the stacks.(8%) of Faculty members, (48.57%) of Research Scholars

and (49.23%) of Students are satisfy with the Toilet facility. (12%) of

Faculty members and (8.57%) of Research Scholars and (20%)) students

are not satisfied with the Toilet facility.

TABLE-9

VIEWS ABOUT LIBRARY STAFF (STAFF ASSISTANCE)

Most helpful

Helpful

Not helpful

No response

Faculty

members

12

(48)

3

(12)

1

(4)

2

(8)

Research

scholar^

5

(14.29)

13

(37.14)

4

(11.43)

Students

11

(16.92)

39

(60)

3

(4.61)

1

(1.54)

(Figures within parenthesis are %)age)

USER'S OPINION ABOUT THE LIBRARY STAFF (STAFF

ASSISTANCE)

The analysis of table-9 data shows that (48%) of Faculty members,

(14.29%) of) Research Scholars and (16.92%) of Students expressed that

the staff of the Maulana Azad Library is most helpful to them. (12%)) of

Faculty members, (37.14%)) of Research Scholars and (60%)) of Students

indicates that staff is helpful while (4%) of Faculty members, (n.43%)) of

Research Scholars and (4.61%) of Students are not satisfied with the staff

75

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USERS OPINION ABOUT THE LIBRARY SERVICES

The analysis of table-lOdata shows that (24%) of Faculty members.

(11.43%) of Research Scholars, (13.84 %) of Students expressed that

Reference Service is helpful while (16%) of Faculty members, (34.28%) of

Research Scholars and (42%) of Students expressed that this Service is not

helpful.

Low percentage of respondents consisting of (3%) of Faculty

members, (22.85%) of Research Scholars and (23.68%) of Students

expressed that circulation service most helpful while (20%) of Faculty

members, (25.71%) of Research Scholars and (38.46%) of Students

expressed that this service is helpful. (24% ) of Faculty members, (5.71%)

of Research Scholars and (12.31%) of Students expressed that this service

is not helpful.

(8%) of Faculty members, followed (11.43%) of Research Scholars

and (18.46%) of Students expressed that Text Book service is most helpful.

(16%) of Faculty members followed by (22.85%) of Research Scholars and

(46.15%)) of Students expressed that Text Book Service is helpful. (4%)( of

Faculty members, (17.14%) of Research Scholars and (12.31%) of Students

expressed that Text Book Service is not helpfial. Most of the Faculty

members and Research Scholars do not use this service so they did not

respond to this question.

(32%) of Faculty members followed by (28.57%) of Research

Scholars and (15.38%)) of Students expressed that Periodical Service is

most helpful while (16%) of Faculty members, (14.28%)) of Research

Scholars and (43.08%) of Students expressed that Periodical Service is

helpful. (8%) of Faculty members, (14.28%) of Research Scholars and

(15.38%) of Students expressed that this service is not helpful.

Majority of the respondents do not know about the Inter Library Loan,

so (40%) of Faculty members, (40%) of Research Scholars and (46.15%) of

78

Students did not responded. Only (5.71%) of Research Scholars and

(6.15%) of Students expressed that this service is helpful.

TABLE-U

VIEWS ABOUT PURPOSE USING DIGITAL RESOURCE CENTRE

For study / Reference

For communication

Upgrading General

Knowledge

For Career

Development

No Response

Faculty

members

7

(28)

2

(8)

5

(20)

-

-

Research

Scholars

12

(34.29)

3

(8.57)

4

(11.4)

2

(5.71)

1

(2.85)

Students

27

(41.54)

9

(13.85)

11

(16.92)

4

(6.15)

3

(4.61)

(Figures within parenthesis are %age)

USER'S OPINION ABOUT THE SATISFACTION OF ACCESSING

DIGITAL RESOURCES IN DIGITAL RESOURCE CENTER

The analysis of table-11 data shows that (20%) Teachers,(2.86%)

Research Scholars and (3.08%) students are highly satisfied the digital

resources in digital resource center. (32%) Teachers, (25.71%) Research

Scholars and (27.69%) students are satisfied from this service. (12%)

Teachers,(28.57%) Research Scholars and (33.85%) not much satisfied.

Majority of students are not satisfied for this service because the

student are not aware.

79

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TABLE-12

VIEWS ABOUT SATISFACTION OF ACCESSING DIGITAL

RESOURCES IN DIGITAL RESOURCE CENTRE

Highly Satisfied

Satisfied

Not much

Satisfied

Dissatisfied

No response

Faculty

members

5

(20)

8

(32)

3

(12)

-

(]

Research

Scholars

1

(2.86)

9

(25.71)

10

(28.57)

2

(5.71)

figures within pare

Students

2

(3.08)

18

(27.69)

22

(33.85)

2

(3.08)

10

(15.38)

nthesis are %age)

USER'S OPINION ABOUT THE SATISFACTION OF ACCESSING

DIGITAL RESOURCES IN DIGITAL RESOURCE CENTER

The analysis of table-12 data shows that (20%) Faculty members,

(2.86%) Research Scholars and (3.08%) students are highly satisfied the

digital resources in digital resource center. (32%) Faculty members,

(25.71%) Research Scholars and (27.69%) students are satisfied from this

service. (12%) Faculty members, (28.57%) Research Scholars and

(33.85%)) not much satisfied.

Majority of students are not satisfied for this service because the

students are not aware.

81

TABLE-13

VIEWS ABOUT SATISFACTION OF NUMBER OF OPAC

TERMINALS IN LIBRARY

Faculty

members

Research

Scholars

Students

Satisfied

7

(28)

14

(40)

27

(41.54)

Not Satisfied

3

(25)

7

(20)

25

(38.46)

No Response

6

(24)

1

(2.86)

2

(3.08)

(Figures within parenthesis are %age)

USER'S OPINION ABOUT THE SATISFACTION USE OF

NUMBER OF OPAC TERMINALS IN THE LIBRARY

The analysis of table-13 data shows that (25%) Faculty members

and (20%) Research Scholars and (38.46%) students are not satisfied with

number of OPAC terminals full our need. Whereas (28%) of Facuhy

members and (40%) of Research Scholars and (41.54%) are satisfied.

Some student are not knows about OPAC.

83

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TABLE-14

VIEWS ABOUT THE E-JOURNAL RESOURCE SERVICE

Faculty

members

Research

Scholars

Students

Satisfied

12

(48)

14

(40)

32

(49.23)

Not Satisfied

3

(12)

7

(20)

9

(13.85)

No Response

1

(4)

1

(2.86)

13

(20).

(Figures within parenthesis are %age)

USER'S OPINION ABOUT THE E-JOURNAL RESOURCE

SERVICE

The analysis of table-14 data shows that (48%) Faculty members

and (40%) Research Scholars and (49.23%) students are satisfied with the

e-Joumal resource service. Whereas (12%) of Faculty members and (20%)

of Research Scholars and (13.85%) students are not satisfied.

85

TABLE-15

SATISFACTION WITH OVERALL FUNCTIONS OF MAULANA

AZAD LIBRARY

Faculty

members

Research

Scholars

Students

Satisfied

8

(32)

19

(54.29)

45

(69.23)

Not Satisfied

7

.(28)

3

(8.57)

. 7

(10.77)

No Response

1

(4)

2

(3.08)

(Figures within parenthesis are %age)

SATISFACTION WITH OVERALL FUNCTIONS OF MAULANA

AZAD LIBRARY

The analysis of the data shows that Most of the Faculty members

(32%) and (54.29%) Research Scholars and (69.23%) students satisfied

with overall function of Maulana Azad Library. Whereas (28%) of Faculty

members and (8.57%)) of Research Scholars and (10.77%) students are

satisfied with overall functions of Maulana Azad Library.

87

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CONCLUSION

This study was intended to assess the User satisfaction in

Maulana Azad Library Aligarh Muslim University, Aligarh by taking

sample) the users. It is not possible, from the small quantity of

sample, to find out the satisfactory level of everything correctly.

Library is the centre where ideas of the scholar and scientist

are collected, organised and maintained for use. For the proper i.

utilisation of these ideas it is obligation on the part of the library

professionals to interpret them to the users and suggest the ways and

means of utilising the same.

Mutual understanding between Librarian, Library staff and

academicians will help a lot in the sound collection development.

Providing personalised information services, encouraging

extension of Library orientation programmes, organising occasional

seminars and workshops for users and as well as library staff will

playa vital role in understanding the exact information requirement

of the users. This will help the library to generate interest among

Library Staff and bring closer relation with academics as well as

other users. This kind of encouragement will thus help in better

utilisation of Library resources.

FINDINGS

The following are major findings that are generated from this

Study:

i) Low percentage of the Faculty Members visits the library

regularly.

89

ii) Satisfactory percentage of Research Scholar and Students

visit the Library regularly.

iii) Most of the Faculty Members visit the library to collect the

teaching material and borrow books while Research Scholars

visit the library for research purpose and study purpose. In

the case of students most them visit the library for study

purpose and borrow books.

iv) Majority of the respondents are aware with reference service.

circulation service and newspapers/periodical service.

v) Most of the respondents are not aware with Inter Library

Loan Service.

vi) Majority of the respondents are not satisfied with the opening

hours of the circulation and periodical section.

vii) Most of the users are satisfied with the opening hours of the

textual studies division and reference section.

viii) Collection of reference section is adequate towards the needs

of all the respondents..

ix) Collection of reference section and textual studies division is

adequate towards the information needs of that. Most of the

respondents expressed that the collection circulation section

is not adequate.

x) Collection of periodical section is not adequate towards the

needs of the Faculty Members and Research Scholars while it

is adequate towards the needs of the students

90

xi) Majority of the respondent consult the catalogue for locating

their material.

xii) Most of the students are satisfied with the arrangement of

text books.

xiii) Majority of the Faculty Members are not satisfied with the

arrangement of reference books.

xiv) Majority of the Faculty Members and Research Scholars are

satisfied with the arrangement of books in stack, reports,

theses and dissertations.

xv) A large number of respondents are satisfied with

photocopying service.

xvi) Majority of the Faculty Members and Research Scholars are

not satisfied with the space for reading and furniture in the

library.

xvii) Majority of the users demanded E-mail and Internet facility

in the library.

xviii) Majority of user expressed that the library staff is helpful.

xix) No user education is provided in M.A. Library.

xx) Textual service gets an average response from the students.

Majority of the respondents are not aware to Inter Library

Loan Service.

xxi) Most of the Faculty Members and Research Scholars

expressed that periodical service is most helpful.

91

xxii) Majority Teacher and students are satisfied for accessing

resources in digital resource center. Research scholars are not

much satisfied.

xxiii) Majority of Research Scholars and students are not satisfied

of number of OPAC terminals in library.

xxiv) A large number of Faculty Members and Research Scholars

are satisfied with the e-journal resource service.

xxv) Majority of the Faculty Members are not satisfied with

overall function of Maulana Azad Library.

xxvi) Majority of the Research Scholars and students are satisfied

with overall functions of Maulana Azad Library.

TENABILITY OF HYPOTHESIS

The tenability of hypothesis can be checked in the light of

above findings.

Hypothesis - I

Most of the users are not satisfied with the service and facility

provided by M.A. Library. It is clear from the result of the study

that most of the Faculty Members are not satisfied with the services

and facilities but it is also clear that most of the Research Scholars

and students are satisfied with the services and facilities. So the

hypothesis is not fully true.

Hypothesis - II

Most of the users are satisfied with the behavior of library staff. It is

clear that the result of the study most of the users are sadsfied with

the behavior of library staff so the hypothesis is true.

92

Hypothesis - III

Most of the user are not faced any problem in using library

services. It is clear that the result of the study most of the user are

not faced any problem using library services so the hypothesis is

true.

SUGGESTIONS

The present study puts forwards the following suggestions to

be implemented for the improvement of services and facilities of

M.A. Library.

i) User education programmes should' be started in order to

familiarize the library services.

ii) Working hours of periodical section and circulation section

should be extended till 8.00 p.m. including Sunday.

iii) Circulation Section and Textual studies division must be

strengthened by additional copies of books.

iv) In the Reference section there are a large number of outdated

books which hindered the use of collection, so to maintain

currency in the collection weeding out of documents should

be undertaken at regular intervals and it is to be replaced -by

latest editions.

v) Quality and number of machines should be increased 10

photocopying service.

vi) Reading space provided to the Faculty Members is very

conjusted so it should be spacious.

93

vii) Separate reading room should be provided to tiie Research

Scholars.

viii) For selecting books and periodicals the requirements of the

users should be properly analysed.

ix) Library should conduct the user study to find out the need of

the user.

x) In order to make the service useful to the users, inservice

training to the staff must be introduced".

RECOMMENDATIONS FOR FURTHER RESEARCH

i) The same study can be conducted to find out the level of

satisfaction between the University libraries.

ii) A study can be conducted to find out the satisfactory level of

male and female users.

iii) The study can also conduct t,o find out the satisfactory level of

users from different Faculties.

iv) The study may extended to non-teaching also.

94

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3. Deprospo, E.R., Altman, E. and Bearly, K.E. Performance

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4. Deshmukh, G.R. "User survey of Soil Conservation Research

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6. Jacobs, N.A. "The evaluation of improvement of book

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7. Kantor, P.B. Objective performance measure for academic and

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Libraries, 1984.

8. Khanna, J.K. Library and Society. New Delhi, ESS ESS, 1987.

9. Kothari, C.R. Research Methodology: Methods and Techniques.

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10. Krishan Kumar. "User survey concerning Faculty Members and

Research 75 Scholars in the Department of Chemistry,

University of Delhi; Annals of Library Science and

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95

11. Line, M.B. "Students attitude to the University Library: A survey

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12. Mookerjee, Subodh Kumar."University Libraries of India".

lASLIC Bulletin. 5(4), 1960, 148-154.

13. Noorul Hasan Khan. "Maulana Azad Library: An introduction".

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17. Prashar, R.G. Information and its communication. New Delhi,

AJlied, 1991.

18. Prashar, R.G. Managing University Libraries. New Delhi, Today

and Tomorrow, 1991.

19. Prashar, R.G. ed. University Libraries in India 1980's and

beyond. New Delhi, MedaJlion, 1991.

20. Qureshi. Ishrnt Aligarh Past and Present. Aligarh, AMU, 1992.

21. Qureshi, Ishrat AH. Maulana Azad Library: A major library of

the world 1877-1988. Aligarh, Anwar, 1989.

22. Ramachandran, H.R. "Place of University Library in the 76

promotion of research and scholarship". Herald of Library

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23. Ranganathan, S.R. "University Library then and now". Library

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24. Rzasa, P. V. and Baker, N. "Measures of effectiveness for a

University Library". Journal of the American Society for

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25. Saracevic, T. Shaw and Kantor, P.B. "Causes and dynamics of

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35. www.ifla.organization/iv/ifla72/index.htm

97

QUESTIONNAIRE

ON USER SATISFACTION IN THE MAULANA

AZAD LIRARY, AMU: A SURVEY

Name

Name of Faculty/Department

Designation

a. Student

b. Research Scholar

c. Faculty Member

1. (i) Do you visit Maulana Azad Library regularly?

Yes/No

a) Daily [ ]

b) 2-3 times in a week [ ]

c) Once in a week [ ]

d) Seldom [ ]

If no please specify reason

2. What is the man purpose of your visit to Maulana Azad Library

regularly?

a) For study purpose

b) For research purpose

c) For collecting teaching materials

d) To borrow books

e) To spend leisure time

f) Any other (please specify)

98

3. Are you aware with the following services provided by Maulana

Azad Library regularly?

a) Reference service [ ]

b) Circulation (Lending) service [ ]

c) Newspaper / Periodicals service [ ]

d) Inter Library Loan service [ ]

4. Are you satisfied with working hour of the different sections of

Maulana Azad Library? if no please indicate how many hours

should they extended.

Yes No Suggestions

(If any)

a) Reference section [ ] [ ] [ ]

b) Textual studies division [ ] [ ] [ 1

c) Circulation section [ ] [ ] [ ]

d) Periodical section [ ] [ ] [ J

5. (i) Have you ever made use of library catalogue?

Yes / No

(ii) If yes have you have face any difficulty using of it.

Yes / No

(iii) If yes how do you overcome it.

a) Take the help of the library staff [ ]

b) Take help of a friend [ ]

c) Do not try

6. What is your opinion about the collection of different section?

a) Reference section Yes / No

b) Textual studies division Yes / No

c) Circulation section Yes / No

d) Periodical section Yes / No

99

7. Are you satisfied with the arrangements of following reading

materials in the library ?

a) Text books Yes / No

b) Reference books Yes / No

c) Books in stack Yes / No

d) Reports ' Yes / No

e) Theses and dissertations Yes / No

8. (i) What is your opinion about the total number of borrower's

cards to you for home reading. Does this meet your requirements?

Yes / No

(ii) If no, please mention how many cards should be given.

9. (i) Do you make use of photocopying service provided by M.A.

Library?

Yes / No

(ii) Are you satisfied with this service

Yes / No

If no (Please specify the reason)

10. Are you satisfied with the following physical facilities of M.A.

Library ?

a) Space for reading Yes / No

b) Furniture Yes / No

c) Cleanliness Yes / No

d) Ventilation Yes / No

e) Drinking water Yes / No

f) Toilet Yes / No

100

11. Do you think that computerized service like E-mail and

Internet are necessary in M.A. Library ?

Yes/No

12. What is your personal opinion about Maulana Azad Library

staff?

a) Most helpful [ ]

b) Helpful [ ]

c) Not helpful [ ]

d) No response [ ]

13. Do you think that user education (i.e. to teach the user as to

how to use the library) is needed in M.A. Library?

Yes / No

14. What is your opinion about the following services provided by

the library?

MH^ H * * NH * * *

a) Reference service

b) Circulation service

c) Text book service

d) Periodical service

e) Inter library loan service

15.

a)

b)

c)

d)

* Most helpful **Helpful ***Not helpful

What are the purposes of using digital resource center?

[ ] For study / reference

For communication

Upgrading general knowledge

For career development

[ ]

[ ]

[ ]

101

16. What types of problem do you face while using digital

resource?

a) Lack of training [ ]

b) Non cooperative attitude of staff [ ]

c) Insufficient number of computer [ ]

d) Generation of redundant information [ ]

17. Are you satisfied of accessing digital resources in digital

resources center?

a) Highly satisfied [ ]

b) Satisfied [ ]

c) Not much satisfied [ ]

d) Dissatisfied [ ]

18. Are you satisfied number of OPAC terminals in your library to

meet your information need?

Y e s / N o

19. To what extent you are satisfied with the result from OPAC?

a) Fully [ ]

b) Moderately [ ]

c) Rarely [ ]

d) Not satisfied [ ]

20. Are you satisfied with e-journal resource service provided by

MA Library?

Yes / No

21. (i) ' Are you satisfied overall functions of M.A. Library?

Yes / No

(ii) If no, please specify reasons and give your valuable

suggestions to improve it

102